There will be times that you will want to edit an automation, preview an automation you did or did not write, pause an automation, etc. for many different reasons. If you are having issues with automated messages specifically, we always suggest reviewing and managing your different automations. For example, if patients are getting duplicates to confirm an appointment, there could be two different automations sending two separate messages.

Review Automations

You can get a pretty good idea of what each automation does by taking a quick glance at it.

Description: Type of automation (Appointment, Procedure, or Recall) and the brief description.

From: Which resource is this automation coming from (Provider, Location, Device, General)

To: Who this automation will be sent to. It can be restricted by an event, resource, provider, appointment status, etc. depending on the type of automation.

When: When the automation is sent out, which is usually when an appointment is created, when an appoint is confirmed, etc.

Msgs Sent: Indicates how many messages with this automation have been sent in the last 7 days.

Send Via: indicates if this automation is sent through text, call, or email. If the conversation bubble is green, the text is a good length of characters, less than 160. If the bubble is yellow or red, the text is usually too long.

Form: States which form was attached.

Previewing Automations

Text

If you would like to preview what a text will say, click on Expand SMS Text in the top right corner to preview all the text sent automations.

Call

If you would like to preview what a phone call will sound like:

Go to the Action Menu of the automation by clicking the 3 dots on the far right.

Select Edit Automation.

Select What should this automation say?

Click on the Call tab.

Click the phone icon under you message. When you hover over it, it should say “Preview Phone Call”

Enter a valid phone number to send the preview to.

Edit Automations

Sometimes you will want to edit what an automation says, what event triggers it, etc. If you need more information about which sections you should edit, review the Creating Automations article. To edit an automation:

Go to the Action Menu of the automation by clicking the 3 dots on the far right.

Select Edit Automation.

When done, click Update in the bottom right.

Paused and Incomplete Automations

If you no longer want to send certain automations, you can pause them by:

Go to the Action Menu of the automation by clicking the 3 dots on the far right.

Select Stop Automation.

To manage any automation you paused or any automation that was not complete, you can go to the Paused tab to view and edit them.

To determine if an automation is incomplete, when the Action Menu, the 3 dots on the far right, is selected, the Status should say Incomplete. To complete an automation, you must edit it and complete all appropriate sections (always need to specify who it will be from!)

If you choose to start an automation, either action can be selected from the Action Menu.

View Edit History

Creating automation is complicated, but it can be even more complicated remembering what changes have been made over time and why. The changelog solves this problem by allowing you to view all past edits, when they were made, and by whom.

Go to the Action Menu of the Reminder by clicking the 3 dots on the far right.

Select View Edit History

At the bottom of the page you will see a list of all edits made to this automation.